FAQ

Membership & Account Services

How can I become a member? Am I eligible to join?

You are eligible to become a member of American Heritage Credit Union if any of the following apply to you:

  • You are employed by one of our sponsor companies
  • You or an immediate relative live, work, worship, or attend school in one of our designated services areas: The City of Philadelphia, as well as specific portions of the following communities: Ambler, Bensalem, Bridgeport, Bristol, Bryn Athyn, Butler, Cheltenham, Conshohocken, Fort Washington, Norristown, Penndel, Souderton, Southampton, Tullytown, Villanova, or Warminster Heights.
  • You are an immediate family member of an American Heritage employee, current member, or eligible member. 
  • You share a household with a current member or eligible member.
  • You become a member of the Kids-N-Hope Foundation.

How can I open a new account?

If you are interested in opening a business account, click here.

If you are already a member and would like to open another share or deposit account, log into Online Teller!

How do I find my account number?

 

Log into Online Teller and navigate to “Member Service.” Select “View MICR/Routing number” or “Membership Card.”

 

How do I update my personal information?

 

Account Maintenance Request Forms allow you to make any necessary account information changes.

 

What are acceptable primary forms of Identification to open an account?

The following documents can be used as a primary form of identification:

  • State Issued Driver’s License with a photograph
  • State Issued Identification Card with a photograph
  • U.S. passport or Alien Registration card
  • Federal Identification with a photograph

What are acceptable secondary forms of Identification to open an account?

The following documents can be used as a secondary form of identification:

  • Social Security Card
  • State Birth Certificate
  • Medicare/Medicaid card
  • Insurance Card (other than Medicare or Medicaid)
  • Current utility bill (only used when address matches driver’s license)
  • Out-of-state driver’s license
  • Voter’s Registration Card
  • Estate Tax Bill
  • Federal Tax Return
  • Automobile Registration
  • Union Card
  • Organization Membership Card
  • Police Identification
  • Current Employer Identification with photo
  • Current College/High School Identification with photo
  • Municipal IDs

Can a License to Carry be used as a primary or secondary form of ID?

We are currently unable to accept this form of identification.

Can a Medical Marijuana card be used as a primary or secondary form of ID?

We are currently unable to accept this form of identification.

What can be used as Proof of Residence/Address?

The following documents can be used as Proof of Residence/Address:

  • Updated State Identification/Driver’s License
  • Utility Bill (i.e.: Peco, PGW, PSE&G, etc.)
  • Automobile Registration
  • Auto Insurance Card

What can be used as Proof of Legal Name Change?

The following documents can be used as Proof of Legal Name Change:

  • Updated State Identification/Driver’s License
  • Marriage Certificate
  • Divorce Decree
  • Court Document

How do I send third party authorization requests?

To provide information such as a Verification of Deposit or Loan Payoff to a third party, you must complete an Account Maintenance Request Form. In the footer at the bottom of our website, under “Member Services” you can access our various Account Maintenance Request Forms. Please have the fax number and address of where to send the information.

How do I sign as a Power of Attorney?

The Power of Attorney or Agent should sign in one of the following formats as shown below:

  • John Doe, POA
  • Sally Member by John Doe, POA
  • Sally Member by John Doe, Attorney-in-Fact

How do I sign as an Executor?

The Executor of the Estate should sign as shown below:

  • John Doe, Executor

How do I sign as a Representative Payee?

The Representative Payee should sign as shown below:

  • Jane Doe by John Doe, Rep Payee

Who can transact on a Court Restricted Account?

The only person who can transact on a Court Restricted Account is the account holder when they attain age of majority. The only exception to this rule is if we are presented with a Court Order stating who is authorized to complete a required transaction.

Who can transact on a Guardianship Account?

The appointed Guardian is the only one authorized to perform any transactions on the account.

What happens to an account when a Writ of Execution is placed?

The funds in the account are placed on hold, up to the amount listed in the Writ of Execution. The member no longer has access to any funds in the account. The member loses privileges such as Overdraft Protection, ATM Cards, and Debit Cards. The member is assessed a $100.00 non-refundable fee to process the Writ of Execution. This fee offsets legal fees incurred for processing the necessary paperwork with the Court. We will report to the Court the balance in the account through a series of questions called Interrogatories. The member will also receive a letter, along with a copy of the Writ of Execution for their records. The account will remain frozen until further instruction is received from the Court or Prosecuting Attorney.

What happens to an account when an IRS Levy is placed?

The funds in the account are placed on hold, up to the amount that is in the account on the date the Levy is received or up to the amount of the Levy, whichever is less. The member loses privileges such as Overdraft Protection, ATM Cards, and Debit Cards. The member is assessed a $100.00 non-refundable fee to process the Levy. This fee offsets legal fees incurred for processing the necessary paperwork. The holds will remain on the account for a maximum of 21 days in which all funds on hold will be issued in a check to the US Treasury and sent to the IRS. If the member contacts the IRS and makes arrangements prior to 21 days of the account being frozen, we can receive a Release of Levy from the IRS directly to remove all holds and warnings. No release will be accepted from the member.

What happens to an account when a Court Order is placed?

A hold is placed on the share in the amount listed on the Court Order. The member loses privileges such as Overdraft Protection, ATM Cards, and Debit Cards. The member is assessed a $50.00 non-refundable fee to process the Court Order. This fee offsets legal fees incurred for processing the necessary paperwork. The holds will remain on the account until an Order to Seize Funds or an Order to Release Funds is received from the Court. No release will be accepted from the member.

What paperwork is required to close a Trust Account?

The trustee must complete our in-house Member Services Request Form and provide us with valid identification to close out the Trust Account. If we do not have the Trust Document or Certificate of Trust on file, this documentation may be required prior to closing the account.

How do I close a Representative Payee Account?

The Representative Payee must complete our in-house Member Services Request Form and provide us with valid identification to close out a Representative Payee Account.

What paperwork is required to transfer IRA funds to American Heritage from another financial institution?

The member must complete IRA transfer request paperwork with American Heritage to have the funds sent from another financial institution to American Heritage. American Heritage would then send the Transfer paperwork directly to the other institution to have that institution send the funds to American Heritage.

What paperwork is required to transfer IRA funds from American Heritage to another financial institution?

The member must contact the financial institution that the funds are going to. The member must complete this financial institution’s transfer paperwork. The institution would then send the transfer paperwork directly to American Heritage, then American Heritage sends the funds to the other institution.

When is a paid-in-full funeral bill required to settle a decedent account?

When is the Family Member Affidavit required?

The Family Member Affidavit is required if the decedent is a resident of PA, the account was held individually, and the balance in the account is payable to the next of kin.

How to find my Required Minimum Distribution (RMD)?

The member can locate their Required Minimum Distribution (RMD) on their previous year 5498 tax form in box 12b. If they did not receive this tax form, they can contact the Credit Union to have the RMD amount provided to them.

How do you complete a stop payment on a Credit Union-issued check?

To complete a stop payment on a Credit Union-issued check, a Declaration of Loss form must be completed by the payee if the check was issued within 90 days of the form being completed. Once the form is received, a stop payment is placed, and a new check will be issued to the original payee.

Can a member withdraw more than their Required Minimum Distribution (RMD) amount each year?

Yes, there is no limit as to how much a member can withdrawal from their IRA in one year.

What is required to close an Estate Account?

To close out an Estate Account, the Executor of the Estate must complete our in-house Member Service Request Form and provide us with valid identification.
 

Loans

How do I pay my bills online?

 

If you have a checking account, this can be completed through the Bill Payer feature of Online Teller. Log into Online Teller and navigate to Bill Payer to get started. You will need to have the account number, address, and phone number of the payee.

 

How do I pay my American Heritage Loan or Credit Card from an outside financial institution? What is “Pay a Loan?”

You can use our QuickPay feature, located under “Pay a Loan” at the top of the screen. From there, you can select “Pay Now” for a one-time payment or create an account to set up reoccurring payments.

 

How do I register to Pay a Loan? Why did my payment information not save?

To register, click “Pay a Loan” in the navigation, then scroll to the bottom of the page and select “Create Account.”

If you select “Pay Now,” the payment will not be sent from your user profile; therefore, the payment information will not save. This option is best for one-time payments only. For recurring payment options, please create an account.

 

How do I make a loan payment by using my credit or debit card?

You can make a loan payment by using a credit or debit card through the Quickpay system on our website via the Pay A Loan tab.

How can I access a payoff for a loan?

How can I access my eStatements?

You can access your eStatements through the “Member Service” tab within Online Teller. Be sure to disable your web browser’s pop-up blocker, as when you click on “Go to eStatements” it will attempt to pull them up in a separate window. If the pop-up blocker is enabled, it will not allow the window to appear.

How do I disable a recurrent payment on my Quickpay account?

Login to the Quickpay system on our website via the Pay A Loan tab, select ‘Edit Payment Options’ at the bottom of the next page, then select the payment option that you would like to disable. Once clicked, uncheck enable for recurring payments.

How can I change my loan payment due date and/or payment method?

All loan modifications require a written request with your signature, account number, and a copy of photo identification.

How do I access my application after I submit it online?

Upon submitting your application, you will receive an email with a link to access your application throughout the process.

How do I upload documents to an application that I submitted online?

Upon submitting your application, you will receive an email with a link to access your application to submit any supporting documentation. You can also contact our Loan Center at 215-969-0777 (option 3) and a Loan Servicing Representative can send you an email with an upload link.

How is the rate determined for my loan?

Your rate is determined by your FICO score and the term of the loan. If there is collateral for the loan, the value of the collateral may also affect the rate.

What is the turnaround time for a Home Equity Loan or Home Equity Line of Credit?

The turnaround time for a Home Equity Loan or Home Equity Line of Credit is approximately 2 to 4 weeks pending the appraisal type, location, and volume.

What supporting documentation is needed when I apply for a Home Equity Loan or Home Equity Line of Credit?

You will need to provide:

  • Your current Homeowner’s Declarations page
  • Proof of income (2 most recent paystubs, 2 years tax returns if self-employed, W2/1099 if commission based or overtime)
  • Additional documentation may be stipulated by the Loan Officer upon pre-approval.

What types of appraisals are used for a Home Equity loan/Home Equity Line of Credit?

We utilize desktop, drive-by, and full walk-through appraisals.

How do I add or change an email on my account to sign for my loan via Docusign?

You can add or change your email via our Online Teller, by visiting any branch, or by contacting one of our Video Advisors.

How do I add or change a joint borrower on my account?

You can add or change a joint borrower on your account via our Online Teller, by visiting any branch, or by contacting one of our Video Advisors.

 

Cards & Electronic Funds

How do I change my PIN number?

To change the PIN on your Debit or Credit Card, you must first call 833-541-0780 from the phone number associated with the Primary account holder. If this phone number is not up to date, you will need to contact one of our Video Advisors or complete an Account Maintenance request form.

How do I access Card Services?

Log into Online Teller and navigate to “Card Services.” Here you can activate a new Debit/Credit Card, place a travel notification, review your Score Card Rewards, and review your overdraft privileges.

 

I made a purchase from a fraudulent company and would like to file a fraud dispute.

In this case, we cannot enter this as a fraud dispute. Since you had participated in the transaction, this would have to be entered as non-fraud. Per Mastercard, you would not be able to enter the dispute until after 30 days after the purchase was made.

What do I do if there is a pending fraud charge on my account?

If it is a pending charge of your debit card, we recommend closing your card first. You can do this by logging into Online Teller, selecting “Card Services” then “Freeze or Restrict Card.” If the fraudulent charge is still pending, you need to wait until it posts to your account before calling in to file the dispute. Once it is posted, you can call 215-969-0777 and a representative will be more than happy to get your connected to file a dispute.

If the pending charge was withdrawn using your Account and Routing Number ACH, your account number could be compromised. In this case, we recommend closing the account and getting a new account number set up. You can do this in a branch or through our Video Advisor service, which is a live video with a representative who would be more than happy to assist.

My credit card had purchases go through that were not authorized or not completed by me, can I keep my credit card open?

We cannot keep the card open. Once fraud has been reported, the card must be shut down before we can process your dispute. Furthermore, if more transactions go through after fraud has been reported, American Heritage will not be held liable to add those transactions after the fact.

I had bought a product from a retailer, and they sent me the wrong size. I would like to enter a dispute.

If the product is still in your possession, it must be returned first before a dispute can be entered. Per Mastercard, you will have to wait 30 days from the return date before entering a claim if a refund has not been received. This also applies to regular refunds.

I was charged twice for one order. I want to input a dispute.

The vendor must be contacted first. If they are willing to reimburse you, per Mastercard, you must wait 30 days to allow them to reimburse your card. If they are not going to, or they cannot find the duplicate payment, you may enter a non-fraud claim. If you cannot find a number for the merchant, if it was an online transaction, the number will be listed on your transaction history.

What is the dispute process to get my money back?

Once a claim is entered, we have 10 business days to file. Once filed, a resolution can take up to 45–90 days, with the merchant having 45 days to respond to the dispute. If the claim is fraudulent, we will issue provisional credit.

If the claim is non-fraudulent where card information or the cardholder participated in the transaction, we do not issue provisional credit. We must wait to see if the merchant responds.

I had deposited cash into an American Heritage ATM, using my Trumark card, and my account was never credited.

An ATM deposit dispute will have to be entered with Trumark, since their card was used. They will have to file the claim, and vice versa if your American Heritage card was used at a Trumark ATM. In both instances, please provide the exact dollar amount, date, location, and time, in as much detail as possible.

How can I transfer funds to an Account with another financial institution?

If you have a checking account, this can be completed through the Bill Payer feature of Online Teller. Log into Online Teller and navigate to Bill Payer to get started. You will need to have the account number, address, and phone number of the payee.

You may also use ePay within Online Teller to send funds to someone. They will have the opportunity to provide their account information securely to us without you needing to ask for it directly.

I want to use the Bill Pay service to start paying my bills. What are the limits?

The limits are the same for all accounts. They are as follows:

  • $5,000.00 to send person-to-person money. Only $5000.00 total can be sent out per day to multiple people. If attempts are made that pass the limit, you will receive lock-out warnings.
  • $10,000.00 if payments are being sent to a sender’s account at another financial institution.
  • $25,000.00 if payments are being sent over to companies, such as utility companies, mortgage companies, credit card companies, etc.

How are bill payments sent out?

Payments will either be sent out through ACH (1–2 business days delivery to payee) or in the form of a check (up to 5 business days).

If the payments need to be expedited, a rush fee will be charged, disclosed at the time of payment.

The payee is stating they have not received the payment. What should I do?

If the payment was sent out as an ACH, check the payment record on Bill Payer and make sure the information matches. If it doesn’t, let the payee know.

If the payment was sent out as a check, a stop payment can always be placed at no extra cost. You can do this by logging into Online Teller, in the Bill Payer section.

Bill Payer is not showing up or I cannot sign up.

Make sure your information is up to date if you are having trouble signing up on Online Teller.

If you are having trouble viewing Bill Payer, it is best to use Google Chrome to access it. If you are having trouble on Chrome, clear your cache and cookies, or any recent browsing history.

I want to send money using the ePay service. How much can I send?

You can send out up to $2500.00 a day.

To transfer money, you must enter the payee’s email address or cell phone number. The payee is responsible for entering a code word that was created on your behalf, along with their account information.

If the payee is having trouble, delete them from your payees and add them again.

I sent a Bill Payment to the wrong payee.

If the money was deducted out of the account on the same day, we cannot stop the payment.

If the payment went out as an ACH, call the payee and ask to send the money back. If the money was deducted on same day, wait a day or two before calling them.

If the payment went out as a check, you can place a stop payment on the check. Be sure to notify the payee that was sent the Bill Pay in error not to cash the check.

 

About American Heritage

What is American Heritage’s overnight address?

American Heritage Credit Union

2060 Red Lion Rd.

Philadelphia, PA 19115

What is the American Heritage’s routing number?

Our routing number is 236082944. It is located on our website at the top of the screen.

How do I schedule an appointment for a branch visit?

Visit our Locations page and select “Schedule Appointment” or click here . Then follow the prompts to schedule the appointment.

 

Personal Automated Teller (PAT) Machines

How much can I take out of the PAT machine?

There is a $3,000 daily maximum for withdrawals done at the PAT machine.

 

 

If the machine took my funds, but my account was not credited, what should I do?

You will need to visit the front desk to complete a PAT Dispute form.

 

What is the time frame to receive credit from a PAT dispute?

PAT disputes can take up to 7 business days.

 

 

Should you count your funds before inputting them into the machine?

Yes, members should count their funds and have an accurate total before putting the funds in the machine.

 

 

Is identification required at the PAT machine?

Yes, valid identification is required for all withdrawals done at the PAT Machine.